WebstaurantStore Reviews (%countItem)
WebstaurantStore Rating
Address: 40 Citation Ln, Lititz, Pennsylvania, United States, 17543-7604
Phone: |
Show more...
|
Fax: |
+1 (717) 392-8133 |
Web: |
|
Add contact information for WebstaurantStore
Add new contacts
ADVERTISEMENT
Beware of the WebstuarantPlus Program. Items eligible for the free shipping will be excluded after you join and they will not refund the $99 monthly fee for the program. For some of the items I used to regularly order the shipping fee is now more than the item itself!! Terrible way to treat your customer and a terrible way to manage a program that looked like it had promise.
Thank you for your review, Steve. I am sorry to hear that the WebstaurantPlus program was not what you were anticipating. The majority of the items on our website are eligible for WebPlus but there are some that are not. If an item is eligible, it will have the blue logo icon listed next to it. Because the free shipping program has been utilized on multiple orders, we would not refund the subscription fee. However, if you would like to cancel the subscription, you may do so by logging into your account and clicking on the "Manage Subscriptions." Please contact us at [email protected] if you have any additional questions.
You did not address the concern - items that where eligible at one time are now not eligible. There is no guarantee that items available when a company signs up for the program will still be included for future purchases. Beware of the WebstuarantPlus Program.
I purchased an *** Natural Gas 50lb stainless steel floor fryer from WebstaurantStore on their website. The fryer they sent looked like the correct item and the invoice and delivery ticket indicted the correct item ordered. I was unaware that the incorrect fryer was sent to me until I put the item in place to use. I immediately contacted the company regarding this matter and was asked to send pictures which I did and the company did acknowledge they sent me the incorrect item. However they said they have to notified of any incorrect or missing items within 5 business days of receiving a shipment and referred me to their warranty department. I was not happy with this response but I did contact the warranty department which told they couldn’t help me since the warranty was on the item I purchased which was natural gas fryer not a propane fryer like I was sent. Jim in the warranty department explained to me that by looking at the item it would be hard for a consumer to know that it was not the correct item unless you knew what to look for since the gas and propane dryer look very similar. I contacted the company again and told them the warranty department could not honor the warranty on the wrong item they sent me. The warranty was for a natural gas fryer not a propane fryer. WebstaurantStore still refuses to correct their error and that is unacceptable and disappointing. I made this purchase in good faith and the company should send me the item I ordered and paid for.
Hello,
I’ve reviewed the order for the *** Floor Fryer and it appears we have refunded the full amount of the fryer in store credit to be used to place another order. The total store credit applied to the account is $689.00 and was applied today, 12/19/17.
We apologize for the frustration this situation caused due to the incorrect unit being delivered. When a unit is delivered incorrectly, we will do everything we can to correct the issue because it’s our responsibility to deliver what was ordered. This situation specifically became more complicated because the technician who installed the unit didn’t realize it was incorrect until after liquid propane was already filtered through the unit. As a certified technician, they should’ve recognized this error, notified the customer, at which time our company would correct the issue through a reshipment or credit.
In the future, it would be most helpful if we can be notified within the 5 business days of an incorrect item being received. Again, we wouldn’t expect our customer to know this was the incorrect unit by looking at the hookups for the natural gas. However, inspecting the packaging of the unit shortly after delivery can confirm the correct item was delivered, based specifically on the item number on the packaging. We do our best to prevent errors when shipping items, but in the event that an error does occur, we will correct it if at all possible.
If there are other questions regarding this order or the situation specifically, I would be able to provide any answers to those if needed.
Thanks, Katie C Customer Solutions Team Leader
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Beware of the very shady business practices of Webstraunt!
They charge over $1000 "restocking" fee from an item that was cancelled. They had my credit card number and charged it. Then hid the fee by saying they refunded me. What they did not say is they kept $1000 and did not give me a full refund. I am furious! They are dishonest.
Buy from ANYONE else.
Terrible customer service. Although I ordered items that are made by the same company and are supposed to work together, they were incompatible. When I contacted customer service to do an exchange, the rep. told me they aren't set up to do exchanges. I would have to return the items, pay return shipping, pay a 30 percent restocking fee, reorder and pay for shipping again. I told the rep. this information of compatibility should be more prominently displayed on the website and when you are placing the order. The only way you as a consumer are made aware of this on the website is is you click on a tiny ? mark box on the statement "you may also need". I didn't click on the box, so I had no way of knowing these products would not work together. I also do not appreciate the lack of empathy or willingness to help me resolve my problem. The only thing customer service was willing to do was refund $25 of my $75 order which left me short $50 and with nothing to show for it. So don't make any mistakes, don't expect enough information from the website or customer service to make informed decisions, and get ready to part with most of your cash if you do. Oh and don't bother chatting online (for an hour by the way) to resolve your issues equitably and fairly because it ain't gonna happen. Head to Amazon, Ebay, Walmart, any where they value their customers and treat them right. Webstaurant has so many negative reviews. I wish I had looked at them before I became one. Maybe I could have avoided becoming one!
Thank you for your review D Payne. I was able to locate your order and do apologize that the items ordered are not compatible. We do have the "You May Also Need" section which is located beneath each item's picture in order to assist our customers in ordering the correct, compatible items. In addition to that section, we have Customer Solutions Representatives available via email, our live chat and by phone to answer any questions you may have prior to placing an order. If the glasses/paddle was defective we would certainly take care of this for you but because they are not defective but rather not compatible, it would be considered a standard return as we do not have an exchange program. If you have any additional questions, please contact us at [email protected].
I was told I would receive a sandwich table within 5 days. I am still waiting over two and a half weeks for my product. I would have gone to another retailer if the table was going to take this long for delivery. I called to check on delivery and there was no tracking information and the freight company kept me on hold for over 10 minutes and I had to hang up..... Webstaurantstore said they could not do anything about the freight company and I would just have to wait... The Health Department doesn't find 2 weeks acceptable to get a sandwich table and neither do I! I could have shopped at a local retailer and price matched and picked up my item within a week, but Webstaurantstore said I would receive it and continued to lie about when....
The transit times shown on the transit maps are estimations, it is possible that shipments can take longer than anticipated, especially during the holiday season due to closures. We were originally contacted by the customer on 12/1. Upon contact, we immediately contacted the carrier (***) expressing the urgent need of the prep table to be delivered. They advised that the soonest they would be able to deliver would be Tuesday (12/5) or the customer could pick up the unit at the local terminal in order to have it in their possession a day earlier. The unit was delivered on Tuesday (12/5) and because of the shipping delays, we have provided a store credit in the amount of $50.00 for the inconvenience.
I would like to cancel this. Thank you.
We M PASTA EXPRESS & MARKET have purchased a brand new Avantco solid door reach in freezer from Webstaurant Store on 10/16. We've received the freezer on 10/27 and on 11/10 freezer broke down. Service call / technician showed up and after 10 hours of work, finally "Fixed it". The same freezer went down again on 11/26; reaching temperature of 93F (yes it is a freezer). Today 11/29 still waiting on a call back from warranty service technician. Lost all frozen goods and can hardly run the business, due to the unprofessional customer service from Webstaurant Store and/or Avantco warranty service.
Thank you for your review, Mauricio. I greatly apologize that the Avantco solid door reach in freezer you received broke down after minimal use. I was able to locate your order and see that we were able to have a technician come out and have since offered to reship a replacement to you without having the technician come back for a return diagnostic visit. If you have any additional questions or concerns, please contact us at [email protected] so we can assist you further.
Appreciate your response and understanding. We just hope this new freezer doesn't take as long as the technician did to diagnose and prove the freezer was no good. Looking forward to an update on the shipping. White glove shipping is a must, as requested and paid the first time.
My client had a restaurant kitchen repair job and I ordered a sink per my client's request. Because he cannot operate his restaurant until this repair is completed, I was told to order the sink with next day shipping. I was notified of it being shipped out within the next day and it was scheduled to be delivered the next business day by 8pm, which was a pleasant relief. I even contacted both the shipping carrier and Webstaurant's customer service to ensure of scheduled delivery. They said yes. The day of delivery comes around, 8pm hits, and I still have not received my order. I check the carrier's online tracking service again, and the delivery date was pushed to the next business day. I contacted a Webstaurant's customer service representative regarding this issue, and all I was told was how sorry she is. There was no compensation whatsoever, which I think is standard procedure. Both my client and I are facing financial losses. As for the company ,they definitely lost an otherwise frequent customer.
Thank you for your review, Kevin. I apologize that you did not receive your sink by your need by date of 11/20. The order was placed at 6:56PM EST on Friday (11/18). Because it was placed after our expedited cut off time of 2PM EST, it was not picked up until the next business day, Monday (11/20) with next day shipping and arrived on 11/21. Because the order did arrive within the time frame guaranteed, no compensation was offered. If you have any additional questions, please contact us at [email protected].
I purchased a 12 quart pot to replace my 12 quart that I bought from ***. I use this pot only for making pasta sauce. I make the same recipe every time, same measurements every time. The first time I attended to use my new pot it as to small. I contacted customer service via chat about exchanging for a bigger pot. I did not buy this by mistake and I was willing to pay more money for a bigger item. She informed me I would need to pay shipping and 30% restocking fee. I told her how it doesn’t hold 12 quarts. I emailed a video showing how 12 quarts over flows. I wasted over a hour with her and she said she didn’t get my videos. I sent a screenshot showing my outbox and proving they sent.
Hello,
We were first contacted on 11.17 requesting to return this 12 quart stock pot because it did not hold 12 quarts, but rather 11. We then requested photos or a video showing how much liquid this pot can hold, which the customer was able to provide. It appears that it may have taken about 2 hours for the videos to send and be received on our end, which is the reason for the delay. After reviewing the video we determined that, while this is a nominal measurement and likely will not hold the full 12 quarts, we would be willing to return the product and issue a full refund in the form of store credit so that the customer can order a larger pot.
Regards
Webstaurant allowed my order to duplicate and have no protocol in place to seek the problem out and fix it. Their irresponsibility cost me $1000 and the refused to do anything about it. Plus, there freight defaults to the most expensive even though they say it doesn't. They leave customers with the bill.
Thank you for your review, Tony. I am sorry to hear that your ordering experience with us was not as positive as it should have been. Because the orders were not exactly identical, our system would not have a way of catching this and due to the large volume of orders we receive, are not able to review each one which is why we send order confirmation emails as soon as an order is placed. In regards to freight, the system does populate to Ground automatically. However, if it did not do so when you were placing your order, it would have been a technology glitch. If you ever run into something such as this, please let us know right away so we can work through it with you to ensure you're placing your order exactly how you want it.
I ordered 6.5 oz martini glasses as specified on WebstaurantStore.com website. Instead, receive 4.0 oz glasses. Seller required 30% restocking charge plus I pay for shipping to accept returns.
Hello,
When contacted by the customer about the incorrect martini glasses being delivered, we requested the item number present on the packaging to ensure our warehouse properly packaged and shipped the items to the customer. The customer confirmed via our live chat system that they received the correct item, *** Retro Cocktails 6.5 oz Martini Glass.
Because we want to ensure customers are able to make an educated purchasing decision, we try our best to provide any information the customer may need up front on the item’s page. This glass is a size 6.5 oz glass. In the restaurant industry, beverageware capacities are stated in ounces and are an approximate maximum capacity based off of an industry standard size. They are not to be used as a standard of measure for serving capacity. This information is available on the website under the “Customer questions about this product” section.
If the customer would like to return for a refund of the glasses’ price, minus the restocking fee and return shipping, we would be willing to accept that return if unused and in the original packaging. This return was not previously set up so I have emailed the return details to the customer in the event they do decide to return the glasses.
Thank you,
Katie CCustomer Solutions Team Leader
The details provided on the website outline the information required to make an educated purchasing decision when ordering glassware. It seems the customer did not review the details in full on the website prior to ordering which resulted in the incorrect glassware being purchased. If the customer did review the item’s page and had remaining questions about the details outlined in the “Customer questions about this product” section, our Customer Solutions team would‘ve been able to provide the details necessary to ensure the correct glassware was purchased.
If returned, we will refund in full for the price of the glasses themselves, $41.99; we will not provide a full refund or cover return shipping on this order.
Thank you,
Katie C Customer Solutions Team Leader
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the business clearly states on the product page that the glasses I purchased hold 6.5 oz, but, in fact, they only hold 4.0 oz. There was nothing on the product description that says otherwise. The seller does not dispute those facts. Thus, the seller is guilty of false advertising.
Regards
I ordered shopping carts from this web site. They arrived damaged. I contacted the company on the day the carts arrived. One of the cart's handle is so badly damaged I won't put it on my sales floor. They asked for pictures, which I sent. They responded back saying they would give me a 10% discount. I responded to the email stating this was not a satisfactory solution and they should either take this cart back, send me a replacement or refund the price of the cart. I haven't heard back from again, even after a follow up e-mail. The quality was also less than expected. I won't use them again.
Shari, thank you for taking the time to provide us with a review. I apologize that the Supermarket Grocery Shopping Carts you ordered from us arrived damaged. I was able to locate your order and see that we had sent a follow up email on 10/5 but have not received a reply. Someone from our Customer Solutions Department will be reaching out shortly to work toward a resolution with you. Please keep an eye on your email as well as double check your spam folder in case the email went there by accident. You can also reach out to us directly at [email protected] and we would be happy to resolve this together.
THIS company I have done business with on and off for over 12 years. we last week made an order though and was blindsided by their improper measurements of bakery containers and when bringing it to their attention with photos and proof they swear up one side and down the other that their false measurements are the measurements of the container when Photos prove otherwise. so I am out 118 or more in us dollars and I can tell you I wont stand for it. bakery container measurements on done by the inside measurements not the outside edge. I will be doing a chargeback but want to warn everyone that they are mislabeling containers and then not doing refunds on their mistakes.
Thank you for your review, Jo. I am sorry to hear that you are not pleased with the take out containers you have received from us. We appreciate you taking the time to provide us with photos. The photos you provided show that the lid height is 2-1/4" on the outside. We have both the interior and exterior dimensions listed on the item's page as follows (Base Height - 1 3/4", Interior Height - 2", Lid Height - 2 1/4", Bottom Diameter - 7 1/8", Interior Diameter -10 5/16). Based on the photos we have received as well as the dimensions listed on our site, the correct product has been received. If you have any additional questions or would like to discuss further, please contact us at [email protected].
We were sent the incorrect item and customer service did not help us resolve the issue. I would give this company an F for sending the incorrect product and suggesting they would charge a restocking fee to return the incorrect item that they helped us order when we called for assistance. The lady that helped us place the order had us use the back button to enter a promo code. "Backing up" obviously changed the order because what we received was not what was originally in our cart. When we called to have help in correcting the order, there was no help offered. We then went to the UPS store to return the items and realized that the other shipment was damaged. They charged $38 for shipping and simply shrink wrapped the cardboard cake boxes...no wonder they were damaged in transit. Extremely poor customer service and product delivery.
Thank you for your review, Laura. I was able to locate your order and see that we were able to listen to previous phone conversations and found the item that was ordered was the one discussed on the call as the box only. However, I greatly apologize that some of the bakery boxes were damaged and not what you were expecting. I do see that we were able to resolve this issue with a refund back to the original form of payment for the damaged boxes. If you have any additional questions, please reach back out to us at [email protected].
I ordered a number of items from the company online. One of the items could not be shipped to California, so had I known, I would have cancelled the order. They went ahead and shipped a partial order and wouldn't cancel the whole order.
Hello,
We want to prevent customers from being misinformed when ordering products through our website so we do our best to include the necessary information on the item’s page, which can be reviewed prior to ordering. Item ***, *** 1/6 Size Biodegradable Plastic T-Shirt Bag - 500/Case, has a notification on the item’s page which indicates this item is unable to be shipped to the state of California. The details are explained in the Customer Q&A section on the item’s page.
If an item has to be canceled due to restrictions within the state it is shipping to, our goal is to alter the order, understanding the customer should have reviewed any restrictions, and begin processing the remainder of the items as quickly as possible. Reviewing the details of the order, it appears we were able to cancel the remaining items that had not started the shipping process – items *** and ***. A portion of the order was shipping from a different warehouse, item *** (*** Organic Honey 5 lb.), and that portion of the order was unable to be canceled because it had started the shipping process.
We requested a refund for the items, as well as the shipping difference, back to the card used when the order was placed for the portion we were able to cancel. This refund will be applied back to the card in the amount of $15.90. When an order is placed on our website, we anticipate the customer has researched the items. In this instance, we began processing the order as quickly as possible to meet our processing time expectations and prevent any delays, which is why we were unable to cancel item ***.
The refund for the canceled items and shipping difference has been requested and will be applied back to the customer’s card within the next business day. It should be released to their account in 2-3 business days.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Worst company I ever had to deal with. I had a company picnic
And did not receive my item in time, I had to go out last minute to try and find a grill for my function. Big let down, every time I called to try and track my item, no one could give me an answer of when it will be shipped. On line it says ships in one day when I spoke to customer service they said 2-3 business days. Defiantly not true I placed my order early Tuesday morning and and delivery would not be delivered until the following Wednesday eight days from time of order. And they charged restocking fee of $90 for something I did not receive. Very bad customer service . I wish I would have read the reviews prior to ordering they are all disappointing and similar.
Thank you for taking the time to provide us with a review, Ghada. I was able to locate your order and greatly apologize that we were unable to get your order to you in time for your company picnic causing you to have to purchase a grill locally, last minute. This order was placed on 9/19, shipped on 9/22 and refused on 9/26 which is only one business day outside of the estimated processing and transit time. In regards to the refusal/return itself, I do see that we covered the cost of the return shipping for you. In regards to restocking fees, the reason we charge a restocking fee is because we want to continue to keep prices as low as possible for you. When an item is returned to us even through refusal, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. If you have any additional questions or would like to discuss this further please contact us [email protected] and we would be happy to assist you.
I received an email from the company with the estimated time of delivery that said 9/22/17 and then when I went back to track my order they took the estimated delivery time down, and that's when I started to worry and call the company. but no one could tell me were the delivery is in route they had no clue of how to track this order. I was even willing to pick it up from the warehouse if it arrived on Saturday which it di not arrive. they wanted me to receive this item 7 days after I ordered it when it was no longer needed. very disappointing I should have read the reviews for this company prior to ordering.
I ordered wide rimmed soup bowls, that were to be 1-1/2" deep. What arrived were soup bowls with narrow rims and 1/2" deep. When I called to send back my nightmare began. Was on the telephone for over 2 house trying to convince the customer service person that I received the wrong item. The next follow up was a 2-hour telephone call...in which I was told the FACTORY had changed the bowls. Fine, but Websturant Store, failed to change their website. I received an email stating the factory would accept them back, and because of the mistake, Webstratunt would waive the restocking fee. When I asked about my shipping fees I was told I was out of luck. I found the name of someone higher up on the customer service food chain on the Revdex.com site and called. After they looked over the notes on my account they decided they would cover the cost to ship the bowls back. When I asked about returning the original delivery shipping I was told I would have to take a store credit. I AM ABSOLUTELY STUNNED that a business would behave like this. They made the mistake, not me.
Hello ***,
I recently received your communication with the Revdex.com and wanted to take some time to reach out.
First and foremost, I want to apologize that the situation has gotten to the point it has – undoubtedly causing a decent amount of frustration on your part, which is not our intent. With that said, I do want to provide some additional clarification on the matter and how we got to where we are currently.
It was extremely concerning to me that you stated you were on the phone for over two hours on two separate occasions. One of our goals is to keep phone calls under six minutes, aiming for efficiency and providing a plan of action if immediate results are not available. As such, I reviewed the calls we have noted for this order because all calls are recorded, but each was only about 5-7 minutes long. I do see that you used our chat system a few times because the photos we requested for the manufacturer were not coming through, but these were also brief in comparison. Because I want to be sure to hold representatives accountable, if you recall the rep or reps name(s) and any additional information (the phone number you called in with, when you called in) reg***ing the 2 hour phone calls, I would be happy to investigate this further.
When we received the photos, a representative forw***ed these to the manufacturer as they were shipped directly from ***. Their response was that you did receive the correct product and the last time the production changed was about a year and a half ago. I believe at this point that our representative should’ve double checked on the correct size as this was not clear. I apologize that this did not take place as obviously it escalated the matter. I will be reiterating the importance of verifying all details when investigating an issue as that is the only way to accurately resolve it.
On Monday, another representative looked into everything further and identified that the correct height for the product is 1.25 inches, not 1.5 inches as advertised. This is now updated on our site. Via one of your phone calls with us, you indicated it was about 1” deep rather than the ½” deep currently stated. In looking at the photos you provided, the stand*** h*** ruler used to measure the height has space where there is no measured marking (the end of the ruler) so if we were to add that small amount, the 1.25” measurement makes sense and I hope you agree. In the food service industry, manufacturers tend to use nominal measurements so everything is not always right on the mark, but it should be very close.
I will be revoking the store credit issued for the $32.79 and applying it back to your PayPal account as requested. If we have wrong information, it is our job to own it and fix it as quickly as possible. I am so very sorry that did not happen this time around. Please know that I will be addressing this with all reps who worked on this order as it is not the example that best represents what they are capable of and who we are as a company.
Should you want to discuss the situation further please do not hesitate to reply to this email at a time that is convenient for you.
Sincerely,
Kaitlin W
Customer Solutions Team Leader
I recently purchased a *** Mini Soft Serve Countertop Freezer from Webstaurant Store. Upon arrival and inital set up on the first usage we noticed it did not function correctly. I called *** the maker of the machine to trouble shoot. After 3 separate calls and test's from the manufacturer it was determined it is bad from the factory. I called Webstaurant to get a refund and to send it back. I was informed that they could not refund me and would not. They told me it was on the manufacturer. I had a heck of a time just to get a floor manager. Finally 3 separate calls I was able to get a floor manager Christopher at ext *** who is "1 of 13" floor managers. He also told me I could not get a refund even though it was bad right out of the box. He told me they do not stand behind what they sell for equipment and I needed to take it up with ***. He said if they(***) said it was ok to get refunded that they(webstaurant) would then. This is extremely troubling as *** has nothing todo with the money exchange. I paid and financed the machine through Webstaurant. So then I started calling *** to explain and see how I can get refunded. I spoke with Peter S in tech support. He agreed that the machine was back from the start and had me email him a copy of my receipt of purchase. He said he would take care of it. I recently called and emailed him. The last communication I had with him he stated "I will follow up on your request". Since then I haven't heard back. This is extremely frustrating. I just want my money back. Peter's email is ***@***co.com. Please help
Thank you for the review, ***. I am very sorry to hear you are still having issues with the ice cream machine you purchased from us. As previously stated, this is not a matter of us not standing behind the items we sell, but rather it is us standing behind the manufacturer’s warranty process. In order for a customer to be refunded for an item that is defective the manufacturer has to confirm the defect. The manufacturing representative we have spoken with confirmed this was in fact not a warranty issue and not subject to a credit. I have reached out this morning to the technical support representative you spoke with, Peter S, to ask for clarification on the conversation the two of you had. If the manufacturer is willing to confirm the defect we will be more than happy to resolve this issue with you. Please let us know if you have any further questions.
Thank you for the review, ***. I am very sorry to hear you are still having issues with the ice cream machine you purchased from us. As previously stated, this is not a matter of us not standing behind the items we sell, but rather it is us standing behind the manufacturer’s warranty process. In order for a customer to be refunded for an item that is defective the manufacturer has to confirm the defect. The manufacturing representative we have spoken with confirmed this was in fact not a warranty issue and not subject to a credit. I have reached out this morning to the technical support representative you spoke with, Peter S, to ask for clarification on the conversation the two of you had. If the manufacturer is willing to confirm the defect we will be more than happy to resolve this issue with you. Please let us know if you have any further questions.
Thank you for that additional information, ***. We have reached back out to *** and they were not able to confirm the information you have provided. At this point, Webstaurant Store will not be able to provide compensation unless *** is able to deem the unit as defective. If you believe the conversations did in fact occur with *** you will need to reach out to them directly and work on a resolution. If they are able to deem the unit as defective we would be able to assist in working towards the resolution you are requesting. If you have any further questions please feel free to reach out to us via email using the address [email protected].
Thank you for that additional information, ***. We have reached back out to *** and they were not able to confirm the information you have provided. At this point, Webstaurant Store will not be able to provide compensation unless *** is able to deem the unit as defective. If you believe the conversations did in fact occur with *** you will need to reach out to them directly and work on a resolution. If they are able to deem the unit as defective we would be able to assist in working towards the resolution you are requesting. If you have any further questions please feel free to reach out to us via email using the address [email protected].
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Webstaurant is basically calling me a liar. They are making me go between them and the manufacturer because they do not stand behind the products they sell. Clearly I will be taking legal action next.
Regards
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Webstaurant is basically calling me a liar. They are making me go between them and the manufacturer because they do not stand behind the products they sell. Clearly I will be taking legal action next.
Regards
I wanted to cancel my order, it was taking too long to get here, in addition they charged 190.00 shipping charge for two bar stools. I wasn't too happy so I wanted to cancel. If I did that, their customer service told me I would have to pay an additional shipping fee and 30% restocking fee. The deliver service just called and they will not deliver the items into my house since I have steps leading to my front door, again $190.00 to ship, outrageous.
I ordered from then once before. 8 kitchen chairs, ordered on a Monday they were there by Wednesday, no shipping charge. Guess it's hit or miss with this place. Shame on me for ordering the second time, will never do it again.
Thank you for your review, Joanne. I am sorry to hear of your experience with your second order. Shipping charges are determined by the items that are being purchased, size, weight, and the distance they will be traveling. Our prices do not include hidden shipping charges to allow for general “free” shipping, but when a manufacturer offers us free shipping, we do pass that savings along, which is what most likely happened on your first order.
Before an order ships, we are able to cancel orders without any fees. It sounds like your order had already shipped from our warehouse, so bringing it back would incur a restocking fee as well as the return shipping fees that the carrier would charge. Similar to our shipping charges, we do not raise our item prices to cover the costs of returning items. By charging a restocking fee we only charge customers who are returning items and not items that will not be returned.
Due to the dimensions of the bar stools, they had to ship by common carrier. These deliveries are curbside deliveries that do not include inside delivery. We try to provide this information at each stage of the order process to make sure that our customers are not surprised by the delivery method as the drivers are only required to remove the pallet from their trucks if a lift gate has been selected.
If you have any additional questions, please reach out to us at [email protected].
I purchase brand new refrigerator for my restaurant and the day it gets delivered it's found to be defective. I have been calling the company for 4 days now but no repair and I insisted that it gets replaced with working fridge but they refused. My kitchen can't survive without working fridge so I didn't even go thru repairing the previous one and replaced with this one. I keep telling them how time sensitive this is and it will affect my business huge and they keep ignoring the issue and nothing had been done for 4 days I have been complaining. I don't have to suffer all this when I ordered new fridge and it arrived defective, no question should be asked and replaced asap, they told me that I have to call manufacturers to get it fixed, manufacturers keeps giving me turn around to other departments and for 4 days no luck and webstaurantstore never calls me back and when I go on to their chat, keeps telling me to wait until they find a resolution. I told them to pick up the defective fridge and get me a new one but they refused and I have been fight over this with about 6 different reps there and they all say they are the supervisors to handle this issue, no resolution as of now and no service tech was dispatched either
Hello,
All of the items that are purchased on our website are backed through the manufacturer’s warranties. Manufacturers need to work with the service technician to diagnose and repair any issues. On Sunday, 10/1 when the issue was first reported, we informed the customer the steps needed to resolve the issues with the unit via the warranty process. The customer called the on call agent who put in the work order request by the office staff on Monday. The manufacturer’s technician reports they set up the appointment on Monday, 10/2 for Wednesday, 10/4. At this visit, the technician went through troubleshooting and deemed the unit working properly at the time. After this visit it was reported that the issue came back up. Webstaurant Store contacted the manufacturer high priority to make sure a subsequent visit was scheduled as fast as available. At that point a follow up visit was scheduled for Tuesday, 10/10. At this visit the technician was unable to troubleshoot the problem and requested an additional visit, scheduled for Thursday, 10/12. At the conclusion of this visit, the technician reports this unit will still need additional servicing. At this point, we are going to coordinate a pick-up of this unit. A representative will reach out to the customer directly to coordinate and upon picking up, we will issue a refund back to the original method of payment.
Do not buy from them, you can get same product on amazon for few dollars more and great return policy, these guys have 30% restocking for returning unused product plus shipping you have to pay for, basically you lose 50% of your money, I saved $70 by buying from them vs amazon,big mistake now I will lose half of my money if I want to return the products to them
Thank you for your review, Peyman. The reason we charge a restocking fee is because we want to continue to keep prices as low as possible for our customers. When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return. If you choose to purchase from us in the future and have questions about an item prior to purchasing, please reach out to us via our live chat or email and we can answer any questions that you may have to ensure you're purchasing the product that is best for your needs.